Senior Customer Support Associate

Start Date

Starts Immediately

CTC (ANNUAL)

Competitive salary Competitive salary

Experience

4 year(s)

4 year(s)

Apply By

Not Provided

Posted today

Job

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About the job

Role Overview:

The Senior Associate Customer Support will be responsible for handling student queries end-to-end across tickets and chats, owning resolution quality, and contributing to team-level reporting and insight generation. This is a hands-on support role suited for someone equally comfortable resolving a complex escalation and identifying patterns in student dissatisfaction.

Key Responsibilities:

- Handle student support queries across Freshdesk tickets and Freshchat ranging from routine requests to complex, multi-touch concerns with ownership from first response to resolution
- Maintain consistent adherence to FRT, TAT, CSAT, and resolution quality benchmarks
- Conduct proactive follow-ups on unresolved or escalating concerns to ensure timely closure
- Prepare weekly support reports covering ticket volumes and key metrics
- Analyse feedback and patterns from dissatisfied students identifying recurring issues, root causes, and flagging them to the Support Lead with relevant context
- Assist in maintaining and updating internal resolution SOPs as processes evolve

Required Skills & Experience:

- 4+ years of experience in a customer support or helpdesk role,



preferably in EdTech or a student/consumer-facing environment
- Proven ability to handle complex, sensitive, or escalated concerns with empathy and professionalism
- Strong written communication in English clear, structured, and appropriately toned across different student situations
- Team player with a collaborative approach willing to step in, support peers, and contribute beyond individual targets
- Self-driven with a solid sense of ownership over open issues

Preferred Tools Experience:

- Freshdesk ticket management, queue handling, SLA tracking
- Freshchat live chat support and conversation handling
- Google Sheets reporting, data tracking, and basic analysis

Earn certifications in these skills

Who can apply

Only those candidates can apply who:

1. have minimum 4 years of experience

Salary

Probation:

Duration:

Salary during probation:

After probation:

Annual CTC: Competitive salary

Number of openings

1

Editor’s note

Information above is Internshala's interpretation and paraphrasing of what we found on the shared link.

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📌 Senior Customer Support Associate (Bengaluru)
🏢 Newton School
📍 Bengaluru